Returns & Exchanges Policy

Last updated: November 14, 2026

This page is about the physical side of sending something back to Scrub Ink: what can come back, how long you have, how to start, who pays the postage and what to put in the email. It applies to everything in the shop, including the five personalised products. The money side, meaning how much is refunded, where it goes and when, has its own page: the Refund Policy.

1. The 60-day window

You have 60 days to return an item. The count starts on the day the order was delivered, not the day you ordered and not the day it left us. Delivery to Australia can take longer than delivery within the US, and the window does not shrink because of it: each order gets its own 60 days from its own delivery date.

Sixty days is long enough for real life on a unit. A crewneck that arrives the week you pick up four extra 12s can sit in its bag until your next stretch off. A pinning gift bought early can stay wrapped until the ceremony, and if the new grad opens it and the size is off, the window is very likely still open. If the gift was delivered more than 60 days before it was opened, write to us anyway and explain the dates. We will help where we can.

To use the window, your email asking for the return needs to reach us within the 60 days. Send it as soon as you know. Do not wait for day 59.

2. What can come back

Everything. Tees, long sleeve tees, crewneck sweatshirts, hoodies, the quarter-zip pullover, the cap and the beanie, and every break-room and gift item: tumbler, tote bag, key tag, decal, mug and keepsake ornament.

Many shops refuse returns on anything with a name on it. We do not. The Unit Sign Tee, the Stacked Name & Credentials Crewneck, the Unit Quarter-Zip Pullover, the Name & Credentials Tumbler and the Name & Unit Key Tag are all returnable within the same 60 days as a plain item. That holds when the text printed exactly as you typed it and you have simply changed your mind.

You do not need to give a reason that fits a list. Common ones we expect to hear:

• The unisex crewneck is roomier than you wanted and you would rather have the next size down.
• Your hospital assigns colours by role and Ceil Blue turned out to be the wrong choice for yours.
• You transferred from Med-Surg to Step-Down a month after ordering and the unit line is now out of date.
• The gift was a duplicate. Two work besties bought the same tumbler.
• You typed the credential line in a hurry at the end of a night shift and it is not how you want it to read.

3. How to start a return

Returns start with one email. Please do not post anything to our Honolulu address without writing first, because a parcel that arrives without a matching request is hard to connect to an order.

1. Email support@scrubink.shop, or use the Submit Ticket page, from the address you used at checkout if you can.
2. Put the order number in the subject line. It is at the top of your order email.
3. List the line or lines you want to send back. For a unit order with many lines, name each one by the name printed on it and its size, for example “Sam Rivera, 2XL”.
4. Say in a sentence why it is coming back, and whether you would like a different size or colour or simply a refund.
5. If something is wrong with the item itself, attach a photo.

We reply within 24 hours on business days with the return instructions for your country. For a change-of-mind return, that reply includes the free return label. Follow the instructions in that message for packing and drop-off. If any step in it is unclear, reply to the same thread and ask.

Timing example: a night-shifter who sends the request at 0300 on Thursday will have the instructions by the end of Friday. A request sent on Saturday morning after a Friday night shift is answered on Monday.

4. Return postage and the free label

For change-of-mind returns, Scrub Ink pays the return postage. We send you a free return label and you do not pay to send the parcel back. “Change of mind” covers the ordinary reasons: wrong size chosen, colour not what you expected, gift not needed, second thoughts.

Use the label we send. If you buy your own postage before writing to us, we have no way to know what you paid or which parcel is yours. If you have already posted something back without contacting us, email us the details you have and we will help sort it out.

If the reason for the return is a problem with the item, such as damage in transit or a line that does not match what you typed, contact us with your order number and a photo, and we will help. Start with the email, and we will tell you the next step for that specific case.

5. If you want a different size or colour

The most common return in a shop like this one is a size swap. Unisex sizing runs roomier through the shoulders and body than a women’s cut, so many women size down in the crewneck, and some people size up on purpose for a looser layer over a long sleeve. If the first guess was off, tell us in your return email which size or colour you would rather have, and we will help you get to it.

Two things to know before you ask for a swap. First, prices differ slightly by size: 2XL and 3XL carry a $2 add-on, and 4XL and 5XL carry a $4 add-on, shown on the product page before you add to cart. Moving from XL to 2XL, or from 3XL to L, changes the price of the line by that add-on. Second, making and transit times apply again to anything newly sent: 1-3 business days of making and 7-14 business days in transit.

The Size Guide explains how to compare against a garment you already own. It is worth five minutes before you ask for the second size, so the swap is the last one.

6. Personalised items: common situations

The text printed as typed, and you want it changed

We print exactly what is typed: spelling, capitals, commas and order. No proof is sent before making starts. If your Stacked Name & Credentials Crewneck reads “Alex Kim, RN, BSN” because that is what was entered, and you now want the degree first, the item is still returnable within 60 days. Start a return and say what the line should have been.

New letters after your name

You earned a certification three weeks after your order arrived and the line on your quarter-zip is now one set of letters short. That is a good problem. The item is inside the 60-day window, so it can come back, and you can place a new order with the full line. Enter the credentials you hold. The Credentials field takes up to 24 characters.

The unit changed

A float pool nurse who took a permanent spot in PACU, or a new grad whose orientation unit was not the final placement, may want a different unit line. Same answer: 60 days, one email. When you reorder, remember the Unit field holds up to 10 characters and prints in capitals, so “MOTHER-BABY” needs shortening to something like “M/B”.

The text does not match what you typed

Open your order email and compare the line there with the item in your hands. If they differ, contact us with your order number and a photo of the printed text, and we will help.

7. Returning part of a unit order

A whole unit order is one order with many lines, and each line can be returned on its own. If 18 of 20 crewnecks fit and two do not, send back the two. The other 18 stay on the floor and nothing about them changes.

One person should write to us on behalf of the unit, ideally the person who placed the order, since the order number and checkout email are theirs. List the lines by printed name and size. If the box has already been handed out across days and nights, collect the returning pieces in one place, such as a labelled bag in the break room, before you request the label, so everything travels back together.

There was no group discount on the way in and no minimum, so returning some lines does not change the price of the lines that remain.

8. Returning a gift

Gifts follow the same rules as any other order, with the 60 days counted from the delivery date of the parcel, wherever it was delivered. If a parent had a pinning gift sent to their own address in November for a December ceremony, the window started in November.

Either the buyer or the person who received the gift can write to us. We need the order number, which is on the order email sent to the buyer. If you received the gift and do not have that number, ask the person who bought it, or have them send the request themselves. If asking would be awkward, tell us the name and credential line printed on the item and the approximate date it arrived, and we will try to find the order from that. The return label and instructions go to whoever is holding the item, so tell us which email address to use.

9. Returns from Canada, Australia and New Zealand

The same 60 days and the same free change-of-mind return postage apply to orders delivered in Canada, Australia and New Zealand. The practical steps for sending a parcel back differ by country, so the instructions we email will be specific to where you are. Tell us your country in the first message if you are writing from a different email address than the one on the order.

If you are on a ward in Australia or New Zealand and ordered for several colleagues, the advice in section 7 applies to you as written: one email, one list of lines, one parcel back.

10. Problems that are not returns

Some situations look like returns and are handled elsewhere:

• You ordered less than 24 hours ago and spotted a typed mistake or the wrong size. Nothing needs to come back. Ask for a change on the Cancel or Change an Order page.
• The parcel has not arrived. There is nothing to return yet. See Shipping & Delivery for how the estimate is counted and when to write to us.
• You want to know when the money lands. That is on the Refund Policy page linked in the first paragraph.

Photos you send us with a problem report are used to understand the problem and are deleted 30 days after delivery.

11. After your parcel reaches us

Once the return arrives, the process on this page is finished and the refund process begins. Your refund is sent within 7 days of us receiving the return. If you asked for store credit, it never expires. Amounts, payment methods and what to do if the money has not appeared are covered on the refund page.

12. Help with a return

Write to support@scrubink.shop. Email is the only support channel, and replies go out within 24 hours on business days. Our postal address is Scrub Ink, 1511 Ahuawa Loop, Honolulu, HI 96816, US. Please use it only as the instructions in our reply direct. Quick answers to related questions are in the FAQs.